Description

«Gamification is a tool to designbehaviors,develop skills and enable innovation. Combined withothertechnologies and trends, gamification can causemajordiscontinuities in innovation, employee performancemanagement,education, personal development and customerengagement.»
Brian Burke, Gartner

Gamification uses game mechanics and game design techniquestocreate a game like experience during the work period. Themainpurpose is to make work more appealing, motivating and funwhilestill trying to meet company goals.

How does it make sense in a contact center?
Contact centers have one of the highest staff rotation rates intheindustry and also one of the lowest age averages. Hence,creating amechanism that motivates and promotes employee loyaltymakesperfect sense. Three key vectors:

1) Structuring and ad-hoc world:
Many contact centers already offer awards and prizes, but mostoftenin a manual way. By creating fully structured leaderboards,quests,challenges and achievements, you will bring coherence andefficiencyto this process.

2) Managing the agent lifecycle:
Agents often don’t understand their career potential. Byprovidingthem with a clear roadmap of evolution(trainee-junior-senior),where experience points can be used forentering internal promotioncontests, it all contributes to a betterand clearer agentlifecycle.

3) Integrating technologies in a perfectly optimizedworkforceecosystem:
A true workforce optimization process means creating asymphonybetween Quality Monitoring, Workforce Management,E-Learning andother technologies available from Collab.

The gamification engine offers the perfect flow,continuouslyfeeding on the KPIs and data provided by the differentcomponentsin a contact center ecosystem.
Collab Gamification engine has three different types ofgames:

Quests: Quests set up goals that must be overcome to achieveareward, this type can be completed by everyone that hasacceptedthe quest, and there is no competition involved.
Challenges: Challenges are competitions where everyone must trytoachieve the same goal faster or better than everyoneelse.Challenges will only reward top finishers.
Achievements: This type will highlight feats and milestones,thesemay require some sort of expertise or just by doing somethingfor acertain amount of time.

Ultimately, gamification adds up a new element to work placesandcan be used to motivate workers to complete tasks by makingthemmore fun and appealing.

● Challenges will create competition increasingworkersperformance.
● Teamwork will often become the main tool to reach goals leadingtoworkers help each other more.
● It can also be used as a Learning Tool to set a path ofsmallgoals for trainees to follow, learning about theirtasks.

Collab Gamification Engine is a cloud based service that canbedeployed in any contact center environment, either alreadyusingour technology or any other 3rd party call centersystem(integrations may be required).

So, are you part of the game or will you be a spectator allyourlife?